Passenger Service Agents – Part-time

London Heathrow Airport, Hounslow
Competitive Salary
17 May 2018
03 Jun 2018
Job function
Customer Service
Part Time
Contract Type

Job Title

Passenger Service Agent – Part-time  


London - Heathrow

Business Area

Passenger Services

Right to work in the UK

Only applicants who can provide evidence of the right to work in the UK will be considered. 




To provide the highest possible standards of customer service to ANA passengers travelling through London Heathrow airport.

Job Description

  • Customer Service
  • Check-in Services via DCS, or by assisting at self-service facilities
  • Passenger escort duties, including VIPs, unaccompanied minors, and passengers with reduced mobility, including baggage support.
  • CIP Lounge duties
  • Gate Boarding services via DCS, or by assisting at self-service facilities.
  • Flight preparation  and editing procedure
  • Ticket desk and reservation duty.
  • Baggage Service duties including ‘Lost & Found’.
  • Document and Security checks at Check-in and Boarding.

Skills, knowledge & qualifications

  • A clear commitment to high standards of customer care
  • Effective communication skills both orally and written
  • A good manner and interpersonal skills
  • Ability to be flexible and work as part of a team
  • A positive, proactive approach
  • Ability to achieve consistently high levels of accuracy and attention to detail with outstanding organisational and time management skills
  • Experience in an airline passenger services environment, or customer services.
  • Japanese language skills desirable.
  • Knowledge of reservation & ticketing ( Altea system  experience desirable)

Key performance indicators

A proven track record of consistently achieving high levels of customer satisfaction

Key relationships & decision making

Reports to: Supervisor, Passenger Services

Direct Reports: None

  • Internally, the jobholder will have daily contact with the colleagues at LHR and occasionally with colleagues in other offices.
  • Externally, the job holder will have daily contact with Japanese and non-Japanese passengers as well as corporate and personal travellers.

Terms & conditions

All offers of employment subject to:

  1. Satisfactory references for previous 5 yrs to obtain an airside security pass and also subject to a satisfactory Criminal Record Check
  2. Evidence of right to work in the UK
  3. 6 month probationary period

Hours of work

23.50 hours per week, shift basis, 4 on 2 days off, or according to schedule

Benefits on joining ANA

  • 22 days holiday + bank holidays per annum
  • Pension Scheme

Benefits after successful completion of probationary period (subject to eligibility criteria)

  • Travel benefits –  ZED global flight tickets, Interline
  • Bonus payments (non-guaranteed)
  • Meal Allowance
  • Private Medical Insurance
  • Season Ticket Loan

Closing date: 03 June 2018

Please note: Only successful applicants will be contacted

To apply, please click on "Apply Now"


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